Homeowners want fast, simple communication. Toolsey’s centralized 2-way texting puts every SMS/MMS thread from every source into one inbox—so your team replies in minutes, books appointments on the first touch, and never loses context. Templates, automations, and analytics keep replies consistent and on-brand while you track what actually converts.
What Is Centralized 2-Way Texting (with Toolsey)?
A single, shared inbox where your team can send and receive texts tied to each lead or job. No more scattered phones, screenshots, or “who texted them last?”—every message thread, photo, and file lives on the lead in Toolsey (mobile + web).
Core features:
- Lead Texting Threads: Keep track of messages specific to a lead.
- Unified Inbox: All conversations in one place, searchable by name, phone, address, or tag.
- True 2-Way SMS/MMS: Text, receive, and attach photos, PDFs, and links.
- Automations: Trigger messages on status changes (e.g., New Lead → “We can be there today 4–6 or tomorrow 9–11.”)
- Compliance: Opt-in/opt-out handling, audit logs, and permission controls.
Why It Matters for Home Services
- Speed wins: Texts are read in minutes. Faster replies = more booked appointments.
- Clarity + convenience: Homeowners prefer texting for quick questions, photos, and scheduling.
- Consistency: Templates keep tone and info uniform across your team.
- Accountability: Every message is tied to a lead/job—no more black-hole DMs.
How Toolsey’s 2-Way Texting Works (Step-by-Step)
- Capture & route
Leads flow in from web forms, social, LSA, and phone. Toolsey assigns the conversation and alerts the right rep. - Book on the spot
Offer appointment windows and confirm via Toolsey Calendar—confirmation text goes out automatically. - Share proof & docs
Send jobsite photos, inspection report links, or e-sign agreements right in the thread. - Follow up automatically
If there’s no response, a short cadence (5 min, 30 min, 24 hrs) nudges the homeowner until they reply.
Ready-to-Use Text Templates (Drop into Toolsey)
New Lead (first reply):
“Hi {{first_name}}, this is {{rep}} with {{company}}. We can stop by today 4–6 or tomorrow 9–11 for a quick estimate on {{service}}. Which works?”
Missed Call Text-Back:
“Sorry we missed you! This is {{rep}} at {{company}}. Want to text details or pick a time: today 4–6 / tomorrow 9–11?”
Appointment Confirm:
“Booked for {{date}} {{time_window}}. You’ll get a reminder the morning of. Reply here with any photos or gate codes.”
After Visit (report link):
“Here’s your inspection report with photos and options: {{link}}. Prefer Better or Best? I can hold Thu 2–4 if you’re ready.”
No Response (24 hrs):
“Still happy to help with {{service}}. Reply 1 for today 4–6 or 2 for tomorrow 9–11 and I’ll lock it in.”
Use Cases that Move the Needle
Weekly newsletter
No spam. Just the latest releases and tips, interesting articles, and exclusive interviews in your inbox every week.
- Speed-to-Lead: First helpful reply < 5 minutes.
- Scheduling & Rescheduling: Two time windows reduce back-and-forth.
- Photo Triage: Homeowner texts images; you scope faster and set expectations.
- Inspection Reports & E-Sign: Send links; approvals happen in the same thread.
- Job Updates & ETAs: Keep clients informed; fewer “status” calls.
- Closeout & Reviews: Text the invoice link and review request while satisfaction is highest.
Operations & Compliance Best Practices
- SLA: “All new texts answered within 5 minutes, 7am–7pm.”
- Ownership: Every active thread has a responsible rep.
- Templates: Keep “first touch,” “confirm,” and “no-response” scripts standardized.
- Opt-In/Opt-Out: Honor STOP/START; save consent notes on the contact.
- Quiet Hours: Use after-hours auto-reply with next-day windows.
Metrics to Track in Toolsey
- Median Response Time (and 90th percentile)
- Contact Rate (two-way conversation within 24 hrs)
- Booked-Appointment Rate (from text thread)
- Lead-to-Win % (by source and by rep)
- No-Show Rate (with text reminders on/off)
Coach the bottom 20% on speed and first-message clarity. Clone your top reps’ templates for the team.
Implementation Checklist
- Connect lead sources to Toolsey (web, LSA, socials, phone).
- Set routing rules + SLA timers.
- Load 5 core templates (above).
- Turn on Missed-Call Text-Back + follow-up cadence.
- Train reps on “two time windows + one question.”
- Review analytics weekly; adjust templates and cadences.
Call to Action
Ready to turn texts into booked jobs? Centralize every conversation, reply in minutes, and book from the first touch with Toolsey’s 2-Way Texting. Spin up templates, set your SLA, and watch response times—and close rates—improve fast.
